Job Description

Do you want to join us in helping to fight the world's most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.


We offer you a flexible and dynamic environment with opportunity to go beyond your comfort zone in order to grow personally and professionally. Sounds interesting?


The come and join our Asia Pacific team as Remote Support Specialist, LD to provide hardware and software support for Automation and LD Informatics product.
The prime function is to provide best-in-class regional technical service and support to the field service engineers and customers. It is seen as a key contributor in providing field service teams with onsite support assistance and direction of instrument service activities for focused product disciplines.

Your task and responsibilities:

• You will be responsible to provide technical support for field service engineer and call through telephone system, tickets system, email and/or onsite support, in the responsible time zone for Asia Pacific
• You will support customer call through pre-clarification through hotline/ email/ ticketing system
• Due to Siemens Healthineers moving toward globalization, the incumbent will support other region field service engineer and possible customer under the follow the sun (FTS) strategy
• You will support field engineer and customer following the Siemens Healthineers Incident Management System (IMS) guidelines to improve the site visit avoidance and first-time fix rate
• You will escalate incident not resolved within RSC or any product quality or trending issues to Headquarter support (HSC) follow the IMS process Guidelines and Good Documentation Protocol (GDP)
• On request of the local service organization, perform onsite support for troubleshooting, work with country service organization to upskill and coach the country service engineers through on job training, virtual or face to face workshop/ knowledge sharing
• You will host monthly product meeting to share case study and cascade product information from HSC to field service engineers
• You will support solution implementation team for new product installations for the Asia Pacific countries or immature serviceability countries
• You will participate in (whenever possible) and contribute to applicable regional and global meetings (sometimes out of hours) run by HSC/SLM or R&D team

To find out more about the specific business, have a look at https://www.siemens-healthineers.com/

Your qualifications and experiences:

• You hold a minimum successfully completed Diploma in Engineering (Electrical & Electronics, Biomedical Engineering etc.) or equivalent education and work experience. Experiences with Diagnostic Laboratory
• You have at least 5 years of field service experience doing technical support for Automation and Informatics product
• You have a strong knowledge and competency in Automation and Informatics product line especially DMS, ADM/Centralink and APM
• You have a good knowledge in Windows Server, Linux and database system
• You have a basic knowledge of Atellica Solution/Legacy Platform would be highly regarded
• You have functional knowledge and understanding of SRS (e.g Know how to, and actually use, SRS for system review/analysis)
• You have completed Professional Certification (SEE) for Automation and Informatics products

Your personality and skills:

• You possess good analytical skills and knowledge of problem-solving techniques
• You possess good technical know-how for automation and informatics product. Other product knowledge on clinical laboratory system is welcome too
• Flexibility to work after business hours or weekend. The incumbent will need to attend product meeting after business hour due to the HQ time zone and customer time zone. Hence flexibility to work after office hours and weekend is preferred
• You collaborate with empathy and have experience in working with different cultures and multicultural teams
• You possess strong communication skills in the English language (written and spoken)
• Working location: Indonesia/ Malaysia/ Philippines/ Singapore Thailand/ Vietnam. No location is required

Our global team:

We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

Our culture:

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.



Organization: Siemens Healthineers Company: Siemens Healthcare Sdn. Bhd. Experience Level: Mid-level Professional Job Type: Full-time